Terms & Conditions

Who we are and how to contact us

www.thepharmpetco.co.uk is a site operated by The PharmPet Co Limited ("We"). We are a limited company registered in England and Wales under company number 10026316 and have our registered office at Unit 7 Stirlin Point, Sadler Court, Sadler Road, Lincoln. LN6 3RG. Our main trading address is Unit 7 Stirlin Point, Sadler Court, Sadler Road, Lincoln. LN6 3RG. Our VAT number is 341 6703 17.

We are regulated by The General Pharmaceutical Council (GPhC)

To contact us, please email contact@thepharmpetco.co.uk, or telephone our customer service line on 01522692231.

Terms and Conditions

By using our site, you confirm that you accept these terms of use and that you agree to comply with them.

If you do not agree to these terms, please do not use our site. By using our site you confirm that you are entering a contract with us for your order and that you are over the age of 18.

Please note that your use of our site will also be subject to our Privacy Policy and our Cookies Policy

We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time

We may suspend or withdraw our site

Our site is made available free of charge.

We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

We may transfer this agreement to someone else

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

Our site is only for users in the UK

Our site is directed to people residing in [the United Kingdom. We do not represent that content available on or through our site is appropriate for use or available in other locations.

You must keep your account details safe

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at contact@thepharmpetco.co.uk

How you may use material on our site

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.

You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.

If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

Do not rely on information on this site

The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.

Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.

We are not responsible for websites we link to

Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.

We have no control over the contents of those sites or resources.

User-generated content is not approved by us

This website may include information and materials uploaded by other users of the site, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.

How to complain about content uploaded by other users

If you wish to complain about content uploaded by other users, please contact us on contact@thepharmpetco.co.uk

Our responsibility for loss or damage suffered by you Whether you are a consumer or a business user:

  • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.

If you are a business user:

  • We exclude all implied conditions, warranties, representations or other terms that

may apply to our site or any content on it.

  • We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
    • use of, or inability to use, our site; or
    • use of or reliance on any content displayed on our site.
  • In particular, we will not be liable for:
    • loss of profits, sales, business, or revenue;
    • business interruption;
    • loss of anticipated savings;
    • loss of business opportunity, goodwill or reputation; or
    • any indirect or consequential loss or damage.

If you are a consumer user:

  • Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  • If defective digital content that we have supplied, damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

Uploading content to our site

Any content you upload to our site will be considered non-confidential and non- proprietary. You retain all of your ownership rights in your content, but you are required to grant us, and other users of our site a limited licence to use, store and copy that content and to distribute and make it available to third parties.

We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our site constitutes a violation of their intellectual property rights, or of their right to privacy.

We have the right to remove any posting you make on our site.

You are solely responsible for securing and backing up your content. We do not store terrorist content.

Rights you are giving us to use material you upload

When you upload or post content to our site, you grant us the following rights to use that content:


We are not responsible for viruses and you must not introduce them

We do not guarantee that our site will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

Rules about linking to our site

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

You must not establish a link to our site in any website that is not owned by you.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.

We reserve the right to withdraw linking permission without notice.

If you wish to link to or make any use of content on our site other than that set out above, please contact us at contact@thepharmpetco.co.uk

Which country's laws apply to any disputes?

If you are a consumer, please note that these terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

If you are a business, these terms of use, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

Our trade marks are registered

The PharmPet Co is a UK registered trade mark of The PharmPet Co Limited. You are not permitted to use it without our approval, unless they are part of material you are using as permitted under How you may use material on our site (as above).

Veterinary Prescription Only Medication

In order to place a request for a prescription for a veterinary prescription only medicine (POM-V) you will need a signed prescription from your vet. You will then need to send us that prescription, preferably by post or as an electronic copy which can be sent via fax, email or by using our prescription upload functionality on the website.

Until we receive this we will be unable to dispatch the medication to you. Failure to send the copy of the prescription to us within 28 days will result in the prescription being cancelled. We will of course refund you for the prescription, but may charge you for any expenses that we incur.

In some instances, we may contact the veterinary practice to validate the prescription if required.

There are some examples (e.g. Controlled Drugs) where we will insist on seeing the physical original prescription before we can dispatch the medication to you. In this instance the prescription will need to be posted to us. In the case of controlled drugs this is a legal requirement to comply with the veterinary medicine regulations, in line with the Misuse of Drugs act 1971.

Amending, tampering or hiding any information on a prescription can be deemed as fraud. If we have any suspicion that this has been attempted, then we will inform yourself and contact the veterinary practice for clarification. If the suspicion is confirmed we will cancel your prescription, and report the incident to the Veterinary Medicines Directorate for further investigation. Where fraud is suspected we may also inform the police if deemed necessary.

In the occurrence of an alleged prescription amendment we will invoke a charge of £30 to cover administrative time taken. By agreeing to these terms and conditions you agree to this and for the money to be taken by the payment method used to place the original prescription.

By agreeing to these terms and conditions you agree to read the manufacturers data sheet and/or patient information leaflet and that you will use the product as per the guidance provided – confirming it is suitable for your animal (eg Species, weight, age, indication).

If you are unsure if the product is the correct one for your animal please contact your veterinary surgeon.

Pet Profiles

Here at The PharmPet Co the safe and accurate supply of medication to you for your pet is critical for us. In order to help us do this we will require information about your pet. We capture this information via a Pet Profile that we require you to fill in for every pet you request POM-V, POM-VPS and NFA-VPS medication for.

It is imperative that this information is up to date and accurate and that all required fields are filled in, to allow us to make the right decision for you.

If the information you submit to us is not accurate or up to date we accept no responsibility or liability for any direct or indirect loss, damage or injury to your pet, you or a third party.

When required we may contact you and/or your veterinary surgeon directly if we require any further information regarding your pet before we can dispatch your order.

Orders, Payment and Pricing

When you place an order with us, you are requesting to make a purchase of our product(s) and/or services. Upon successful order placement you will receive a confirmation email with a unique order reference number. It is this number you should quote to us should you have any specific queries relating to it.

Your order is not accepted until we have dispatched the order to you and you have received confirmation of that dispatch.

There may be occasions when we do not have the product you order in our warehouse. We receive daily orders from our supplier and so as long as the item is in stock at their warehouse we aim to receive it the day after we place the order with our supplier (Friday and weekend orders arrive on Monday). However, if we are unable to obtain your product we will contact you directly to discuss your options.

We process your payment through sagepay and our website is PCI compliant

All prices seen are inclusive of VAT but do not include delivery fees. Delivery fees will be clearly shown during the checkout process (Please see our delivery policy for further information).

We require payment by either debit or credit card immediately when the order is placed and will not dispatch until the payment has cleared and received by us.

We always endeavor to ensure that our pricing is accurate. However unfortunately this will not always be the case. In the occurrence of us identifying an incorrect price following your order, we will do our best to honour the order at the stated price. However, if this is not possible we will contact you directly to inform you of the correct price and give you the option to either continue with the order or to cancel it.


We only supply medication that is fully licensed in the UK and that has been supplied either directly from the manufacturer or via an authorised licensed UK wholesaler.

The images on our website are for illustrative purposes only and may vary to the product you receive in terms of packaging.

We may require you to provide us with further information in respect of your animal prior to completing your order. Certain licensed NFA-VPS products require this information to be provided before they can be sold to you to ensure you are ordering the correct product for your animal. You will not be able to proceed with your order until this additional information has been provided to us.

Cancelling your contract/Returning an order

You may cancel your contract and/or return your order to us, by contacting us by email or telephone, when:

Delayed delivery due to an event outside of our control:

Your order is significantly delayed due to an event outside of our control – in this instance you will receive a full refund, including the original delivery fee, and any agreed fee you incurred when sending the product back to us. The refund will be issued once we have received the product back from you. The product must be returned in full working order with no damage or signs of use in order for the refund to be processed.

Damaged or faulty product

The product is faulty or damaged on arrival – you must inform us of this within 48 hours of receiving the product. in this instance you will receive a full refund, including the original delivery fee, and the agreed fee you incurred when sending the product back to us. The refund will be issued once we have received the product back from you.

Pricing Error

You can cancel your contract (order) if we have told you about a pricing error that we are unable to honour, and you do not wish to continue with the order. In this instance we will not dispatch the product to you.

Change of Mind

As an online retailer you have a legal right to change your mind within 14 days of receiving the product and cancel your contract with us.

For any change of mind cancellations you will be required to cover the cost of the return to us. Once the product has been returned we will issue you with a full refund. The product must be returned in full working order with no damage or signs of use in order for the refund to be processed.

Your right of cancellation due to change of mind however does not apply for any medicinal use products including prescription only medication, wormers and flea tablets. We are unable to accept returns for any of these products.

However, if an error has been made by us or the medicinal product is damaged or faulty. In this instance we must be informed of the error/fault within 7 days of you receiving the product and the product must be received back to us within 28 days – we will then either offer you a full refund for the product, or resend a new product to you.

Where we are required to make a refund we will do so within 14 days of receiving the product back from you.

Any products that are returned and are not in good working order, or show signs of use, will have an appropriate fee taken off the refund before being made.


After 10 days of receiving your dispatch email if your product remains undelivered please contact your local delivery office to see if your order is awaiting collection from there.

If your order is not there please contact us so we can investigate and discuss your options with you.

For more information please refer to our Returns and Delivery section.

Free Delivery and Delivery Offers

We reserve the right to withdraw any free delivery offers at any time. In the event that a free delivery offer is withdrawn we will contact any customers with open orders availing of the offer to discuss options and where applicable a refund of any affected orders will be given as an option.

Cancelling a subscription order

You can cancel the purchase of a subscription order at any time before the cut off times relevant to your delivery day by visiting our homepage, logging in to your account and selecting the order you would like to cancel, then selecting ‘cancel this order’.

Events outside our control

We will not be liable nor held responsible if any of these terms and conditions are not upheld by us due to an event outside our control.

An “Event Outside Our Control” means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

If an Event Outside Our Control takes place that affects the performance of our obligations under a contract: (i) we will contact you as soon as reasonably possible to notify you; and (ii) our obligations under a contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.